Voiceguide Locks And Then Won't Answer Calls.

[Guest dtrivedi]

Hello,

We have VG 4.7.12 with 2 Dialogic 4DPCI cards connected to a Shoretel switch.

 

Voiceguide runs well for a while and then locks on us. I believe this is occuring after a blind transfer, but it happens sporadically, so I cannot tell for certain.

 

VG reports "Waiting For Call.... (?)" on one of the lines and then all the other lines stop responding to DTMF input and then locks all the other lines, so that new callers don't even get into the application.

 

I tried setting the hookflash to 60 ms (the shoretel recommended) and that didn't help.

I have three attachments of traces and the log file that i'm attaching to this message.

 

I see a lot of these in them:

06218 6 Initialise telephony interface

06218 6 tapic lineDeallocateCall(MainCall:65933) 0

06265 6 tapi Reply 66154 0

07640 6 ERROR: TWlineOpen LINEERR_OPERATIONFAILED [80000048]

 

and some of these:

 

63656 9 [XFER_TO_END] Blind Call Transfer (TAPI)

63656 9 [XFER_TO_END] Number: 1510

63671 9 ERROR: lineBlindTransfer LINEERR_UNINITIALIZED [80000050]

 

But I'm not really sure what the significance of these are.

 

Any ideas what this could mean?

 

I'll be up all night working on this, so I'll be available for quick responses.

 

Thanks,

Dilip Trivedi

IVRTrace.txt

IVRTrace2.txt

IVRTRACE3.txt

TapiWrapLog.zip

[Guest dtrivedi]

Two more things:

We just upgraded to version 5.2 of the Shoretel PBX software. Our problems started occuring after that.

 

Also, we are on 5.1.1 of the D4PCI cards.

 

Dilip

[SupportTeam]

Dialogic's TAPI drivers can under some situations create problems like the one you describe.

 

Also, v4.7 is a very old version (over 4 years old I think...).

 

With Dialogic cards you should be using "VoiceGuide for Dialogic", see our WWW Downloads page.

 

You will not get any such problems when using VoiceGuide for Dialogic.

[Guest dtrivedi]

Thanks for the response.

 

I'm considering upgrading to the evaluation software that you have on your site and then purchasing it later if it works.

 

What steps should I go through to upgrade my 4.7 to the latest 5 version?

 

I'd like to back up the version that I have before I do this so I can restore if something goes horribly wrong.

 

What steps do you recommend I take to back up my current version before upgrading to the newest evaluation version?

 

Let me know,

Thanks,

Dilip

[SupportTeam]

What steps should I go through to upgrade my 4.7 to the latest 5 version?

Uninstall v4.7, then follow instructions in VoiceGuide for Dialogic's README.TXT file.

 

What steps do you recommend I take to back up my current version before upgrading to the newest evaluation version?

Just backup the VG directory and the TapiWrap.ocx file from Windows' System32 directory.

[Guest dtrivedi]

So....FIRST I install the upgraded version vg5.2.5049.exe

and THEN I upgrade the VoiceGuide for Dialogic right?

[SupportTeam]

Correct.

 

Uninstall v4.7 (save any scripts first as entire VG directory will be removed)

 

Then as per instructions in README.TXT file in VG for Dialogic:

Install VoiceGuide v5.x, selecting the "Standard TAPI" option.

 

To update VoiceGuide to the "for Dialogic" version you will then need to:

 

1. Place Config.xml and ConfigLine.xml in VG's \data\ subdirectory

 

etc..etc...

[Guest dtrivedi]

Okay. I think this works.

 

I want to purchase the full version but do you guys offer some kind of reduced upgrade cost from 4.7?

 

If so, who would I contact.

 

I have to get this done tonight? If I am to contact someone, can you give them a heads up that I'll be in touch?

 

Thanks,

Dilip

[SupportTeam]

As per the comments on the order form:

If upgrading then 50% of the old license's purchase price is used as a credit towards the new purchase.

and:

When upgraing just state in the Comments field that you have previously purchased a license. When processing order your current license type will be looked up by the order system and the correct discount amount will be calculated and taken off the purchase price.

Best to write your current license details (Name/Company) in the Comments field.